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Vonage Contact Center (formerly NewVoiceMedia) Reviews & Product Details

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

Vonage Contact Center (formerly NewVoiceMedia) Integrations

(3)
Verified by Vonage Contact Center (formerly NewVoiceMedia)

Vonage Contact Center (formerly NewVoiceMedia) Media

Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for Salesforce
Vonage Contact Center seamlessly integrates with Salesforce for key customer data and insights, empowering your team to deliver personalized connections across every channel
Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for Salesforce
Manage and optimize performance and ROI by helping your team stay on track by providing the data they need, when they need it
Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for ServiceNow
Vonage Contact Center for ServiceNow integrates Vonage’s contact center solution with ServiceNow’s enterprise-level customer service management solutions
Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for ServiceNow
With Vonage Contact Center for ServiceNow, agents keep vital customer data at their fingertips without needing to open another app
Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for Microsoft Dynamics 365
Match inbound and outbound voice interactions with Microsoft Dynamics 365 to cases, contacts, and incidents
Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for Microsoft Dynamics 365
Enable your cloud-based contact center to focus on what’s most important, wherever you need to use it
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Vonage Contact Center (formerly NewVoiceMedia) Reviews (103)

Reviews

Vonage Contact Center (formerly NewVoiceMedia) Reviews (103)

4.2
103 reviews

Pros & Cons

Generated from real user reviews
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Michael M.
MM
Senior Finance Specialist
Mid-Market (51-1000 emp.)
"It was a solid option for a sales phone systems"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

Really simple to use and intergrate with salesforces Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Not the best at noise cancelling on calls Review collected by and hosted on G2.com.

Rohith K.
RK
Inside Sales Manager
Small-Business (50 or fewer emp.)
"Good calling system for International Calls"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

It's straightforward to use, and has good call connectivity; you can send SMS and chat with prospects using the application. The call reporting function shares accurate data and monitors people in real-time. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Not much to dislike here, would be better if they had recording access for users too. Review collected by and hosted on G2.com.

Verified User in Law Practice
AL
Mid-Market (51-1000 emp.)
"2 Years in and the integrations between VBC, VCC and Salesforce have gotten worse"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

Without Vonage our business would've been dead in the water during COVID-19. Vonage has allowed our business to remain fully open without any interruption due to COVID. It was a relatively smooth launch and our initial representative from New Voice Media had done a great job at building our Dial Plan IVR. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

The IVR is the most annoying and non-intuitive interface ever. Their dial plan maker has to be at least 10 years old with no upgrades ever. It seems every other service has a drag and drop IVR creator, while the VCC one is from the early 2000's. There are so many things going wrong now that it's hard to decide where to start. We bought Vonage so that we could unify our 5 offices with users who only use the Vonage Business Cloud and then the Contact Center team with Vonage Contact Center, the problem is that this connection after 2 years is very far from complete or working. The VCC users still won't work with statuses, hard phones, or VBC extension dials and transfers. Our outbound calls have no dial tone so our agents don't know if they're actually dialing out until they hear a voice or voicemail. The buttons inside of our Salesforce dialer do not work more than 50% of the time and our users are forced to dial out of the VBC application. We have so many support tickets open that it seems the quality of care to answers like how to block phone numbers are answered entirely wrong in that they think we're forwarding calls to our blocked callers. We're at the point where our contact center users have to reboot their computers to hear callers as they can hear us but we cannot hear them. Now that Vonage has gotten so bad we are forced to consider other options. I don't know how it's possible that service has gotten worse but it actually is. Review collected by and hosted on G2.com.

Verified User in Marketing and Advertising
UM
Mid-Market (51-1000 emp.)
"Game Changer Dialling"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

Ease of Use. The tool is simple and easy to use and allows the business to function much more smoothly! Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

The fact that we can't have multiple compulsory fields to ensure all calls are logged under the correct criteria. Review collected by and hosted on G2.com.

Paul S.
PS
Technical Support Scientist
Enterprise (> 1000 emp.)
"On the Antiquated Side"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

The customer support provided during implementation was pleasant and sufficient. The team at Vonage was always available to provide answers and guidance to support the onboarding. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

The Contact Center interface is outdated and is far from intuitive. It takes a lot of reading of Wiki pages to learn how to set up and manage the Contact Center. Reporting and dashboards are not user-friendly and require quite a bit of upfront work to make them useful. The call architecture tool is also quite dysfunctional in its layout and setup process. Not overly impressed with Vonage. Review collected by and hosted on G2.com.

Louis D.
LD
Operations Specialist
Enterprise (> 1000 emp.)
"Good tool but limited features"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

We mainly used it to route phone interactions. It was a good tool but can seem too technical to use. A better user interface could be beneficial. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

If there were possibilities to use the platform to route other interaction types such as live chat, it could be a good product for the expansion of the contact center.

Another good tool to have is to add schedule that would automatically update in the IVR flow. Review collected by and hosted on G2.com.

Verified User in Computer Software
AC
Enterprise (> 1000 emp.)
"Vonage Contact Center"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

Vonage is a stable and adequate solution for my team (and other support teams) within my organization. It has the right tools and good reports and stats - so I can monitor my team in terms of call stats & performance. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I am not a huge fan of the Real Time view. It's not very intuitive and I don't think it's laid out very well. Being able to adjust the view & size is clunky and not optimal. When I zoom in / zoom out (using my browser) it's not helpful and just makes the view worse. Review collected by and hosted on G2.com.

Caprice R.
CR
President/Owner of my business
Small-Business (50 or fewer emp.)
"I have had Vonage for years"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

You have the ability to view exactly what phone number has called you. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I don't have any complaints at this time. Review collected by and hosted on G2.com.

Tina A.
TA
HR Manager
Small-Business (50 or fewer emp.)
Business partner of the seller or seller's competitor, not included in G2 scores.
"Awesome service"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

customer service; App quality; Voice; Call Log; Texting; Meetings; Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

nothing such till now, I am happy and my company is doing well with Vonage; Review collected by and hosted on G2.com.

Verified User in Information Technology and Services
AI
Enterprise (> 1000 emp.)
"Amazing Voice tool for CRM"
What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

It's ease to use, it's efficiency and all features as we have installed in Salesforce so that sales reps use nvm to bring the business as they can call the partners for pitching the deals and same can be tracked within Salesforce and NVM Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Nothing to dislike, all features are amazing to use Review collected by and hosted on G2.com.

Pricing Insights

Averages based on real user reviews.

Time to Implement

3 months

Return on Investment

13 months

Average Discount

13%

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Vonage Contact Center (formerly NewVoiceMedia) Features
Record Calls
Generate Location
Call Types
Personalization
Notes
Daily Summary
Automated Voicemails
Voice
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